Mahesh Veda | Managing Director
United Airlines
Mahesh Veda brings more than 30 years of experience across the airline and technology sectors, having led customer, commercial and operations technology functions at United Airlines. As Managing Director, Digital Channels & Loyalty, he drives growth by integrating eCommerce, loyalty and data-driven personalization to improve customer engagement and enterprise value. He oversees United’s award-winning mobile app and leads the airline’s onboard digital experience, powered by fast, free Starlink Wi-Fi. Mahesh is deeply involved in applying AI across the traveler journey, from personalized offers and intelligent disruption management to next-best-action experiences across mobile and onboard channels.
Appearances:
WAF Day 1 @ 12:05
Presentation: Harnessing AI driven hyper-personalization to align experiences, sales and insights with unique customers
WAF Day 3 @ 12:30
Presentation: One memory, every touchpoint: How AI can connect the traveller journey from app to gate to seat
Every airline delivers personalization across multiple channels, but continuity often breaks as the traveler moves from one touchpoint to another.
What changes when AI moves beyond recommending and starts anticipating?
In this session, Mahesh Veda of United Airlines and Jitender Mohan of WNS will explore how airlines can create a connected, context-aware understanding of each traveler across the app, airport, gate and onboard experience.
The discussion will examine how AI, loyalty data and real-time customer insight can come together to simplify journeys, strengthen engagement and unlock new revenue opportunities.
- Key Themes
- Moving from channel-level personalization to journey-level continuity
- Using AI to anticipate traveler needs and determine the next best action
- Connecting digital, airport and onboard experiences
- Bringing together eCommerce, loyalty, customer data and operations
- Converting personalization into stronger engagement, loyalty and enterprise value
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